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kCuraCustomer Success Manager in
Chicago, Illinois

kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.

The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.

The primary responsibility of the Customer Success Manager (CSM) is to serve as a customer’s central point of contact accountable for the day-to-day end-user product experience. The CSM will monitor product usage and adoption, proactively support customers, and ensure successful customer onboarding and upgrades. With an in-depth knowledge of their business, the CSM will create customized success plans to help customers meet their objectives. Ultimately, this group is accountable for client retention from initial sale through renewals.

The Customer Success Manager team also works closely with Account Managers on shared accounts to share knowledge and align strategic customer goals. They also work with the Relativity Solutions Group to leverage Specialists to address client challenges as well as Product Management to communicate product feature needs.

Manage a set of clients to understand customer health and satisfaction

Develop relationships with customers and serve as an escalation point for issues

Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Minimum Qualifications:

5 years of client-facing support in the software industry

Bachelor’s Degree

3 years of eDiscovery and/or litigation support experience

Expertise managing large, complex accounts in a customer facing role

Ability to address tactical issues as well as maintain a long-term strategic vision

Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions

Strong organizational skills

Enjoys working as part of a team in a collaborative environment

Effective and professional communication skills

Experience in the software technology sector

Enjoys working as part of a team in a collaborative environment

Preferred Qualifications:

RCA certification preferred

Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.